Building contextual conversations: humans versus bots

Let's look at a few examples of possible conversations, to compare the interactions we have as humans to the ones we create for our bots. To demonstrate the path of digitizing contextual conversations, I chose the following three scenarios:

  • Human agent-customer conversation (on the phone)
  • Online (website) self-service research
  • Chatbot/voicebot interaction

The context I chose for the conversation is a search for a family trip to Disneyland. With today's regulations and liability concerns, many human-agent interactions with customer service staff or customer support call centers are fully scripted and it actually feels like we are talking to a bot.

In the following example, I gave the human agent ...

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